For three years, as her husband's medical bills piled up, Francenia Ponder has struggled to land a home loan modification. On Friday, she got some hope.

Leaving a Bank of America mortgage outreach event in Charlotte, Ponder was optimistic a solution could be reached. One of the bank's "home retention specialists" even apologized for how long it's taken.

"'We let you down,'" she said the specialist told her. "'It stops here.'"

Ponder's experience is a positive one for a bank struggling to tame a mortgage business that has sabotaged its recovery. At Wednesday's annual shareholder meeting, chief executive Brian Moynihan called it "the last problem from the financial crisis."

The outreach event held at the Charlotte Convention Center started Friday and runs through 8 p.m. today, although the bank often works with customers longer. About 1,200 invited customers have registered to attend. Walk-ins are welcome.

It's one of about three dozen events the bank plans to hold for its customers this year. Overall, it will participate in about 400 forums this year, counting ones that include other lenders.

Nationwide, the bank has about 1.3 million customers who are 60 days or more behind on their mortgages. Most of the problems stem from Countrywide Financial, the struggling lender Bank of America bought in 2008.

On Friday, red-shirted Bank of America employees led attendees through a process that averages one to three hours, according to national outreach executive Sheila Sellers. Customers are carefully tracked and guided from station to station. "We want to make sure it's friendly," said Sellers, acknowledging the frustration some customers might be feeling.

In the first step, the bank makes sure customers have brought the necessary documents. Ponder, for example, planned to return today with additional materials.

Counselors from nonprofit agencies examine customers' budgets before the bank's home retention specialists talk to them about their modification options. Next, on-site underwriters render a decision. On Friday, customers could watch "Toy Story 3" in the waiting area. If they don't get a decision on site, customers should be notified within 30 days, said Sellers.

The bank has seen more than 12,000 customers at Bank of America-hosted events so far this year, spokeswoman Jumana Bauwens said. On average, about 18 percent receive on-site decisions, she said. Missing documents is the primary reason for delayed decisions.

If a customer doesn't qualify for the government's Home Affordable Modification Program or Bank of America's own programs, the bank explores short-sale or "deed-in-lieu" options before moving forward with a foreclosure sale, she said.

Rick Bagley came Friday from Rock Hill with his wife, Jackie, seeking a modification. The couple lost 70 percent of their income when their trucking business succumbed to rising fuel prices in 2008. She retired, and he now works nights at a hotel.

They weren't able to get an on-site decision because they forgot to bring some documents, which they plan to fax in. "They did seem sincere in trying to help people," Rick Bagley said. "It's just a long process."